Attendant Issues 2

[ITGUY99]

I need suggestions on the best way to fix this problem…..

We have an operator who answers all outside calls to the main number. When it gets real busy, sometimes someone calling will go directly into the night mailbox. This is the problem. When all of her lines are full and the calls get sent to the night mailbox, it tells the caller that we are closed and to call back during normal business hours. The President of the company really did not like that very much. I need some suggestions on what I can do to correct this problem.

Please keep in mind. They really don’t like the automated attendant idea that much. I was thinking of maybe a queue of some kind except I am not sure on how to set it up.

The system is a G3siV4
Software Version: G3V4i.04.0.054.0 (Don’t Laugh)

Thanks in advance.

 

[mcopini]

A solution might be to add a backup attendant. Assuming you don't want to buy a complete new console, you could just use a 'normal' phoneset for it like a 6416D+. On this phoneset, you administer a pos-busy button. When the main console gets 'overheated' someone could step in and answer calls from the attendant-queue on the backup-station by taking it out of the position busy. When all is quiet again, put it back in pos.busy and let the main console answer all the calls again.

Another option would be to use attendant-vectoring which will allow you to route calls elsewhere based on number of calls in queue, time-f-day etcetera. This is an option that should be bought. To check if you have it, do a disp sys cust and look at the call-center options page for "attendant vectoring".

Hope this helps. Need more help? Just lemme know... Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[ITGUY99]

Thanks for your suggestions. Now for the next problem:
Mcopini, I ran disp sys cust on my relic. Everything that had vectoring was set to NO.
Vectoring (Basic)? N
Vectoring (Prompting)? N
Vectoring (G3V4 Enhanced)? N
Vectoring (ANI/II-Digits Routing)? N
Vectoring (G3V4 Advanced Routing)? N

I am really starting to dislike this game that Avaya seems to play when they sell you system and doesn’t give you access to all of the functions. I’m surprised that Micro$oft does not do this. (Pay for Window$ and have to pay extra to use Media Player)
Sorry, had to vent – Its Monday and no coffee

Anyway, I’m still open to suggestions. If I have to have Avaya turn on the features, does anyone know approximately how much they charge? Another thing, my company’s web site should be pennypincher.com. We don’t have a service contract with Avaya anymore so getting something done from them is not the easiest thing to do. We do have a third party company that sometimes helps us out but I don’t know if they can turn on all of the options.

Thanks in advance , and sorry about the bellowing.

 

[vaoldschl]

You don't need the vectoring to use Maarten's first suggestion, just set up the backup extension. Also, look at this thread for more info on a way to backup your console:

thread690-335327

 

[mcopini]

Vectoring options can ONLY be turned on by AVAYA. Vectoring is part of a callcenter package. Usually vectoring comes with Callcenter Deluxe and with Callcenter Elite. Attendant Vectoring can be bought seperately. For prices etcetera you should contact Avaya or a local vendor.
Hope this is enough info. Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[definityman]

Are you able to set up an hunt group ( simply try to do an "add hunt group xx &quot?

 

[ITGUY99]

Thank you for all of your responses. Quick question (I hope). What do I have to do to get all incoming calls to the main number to go to an automated attendant?

 

[vaoldschl]

Depends on VM system, but generally without vector if main number is part of a trunk group assign incoming destination as X-port station following a coverage path that goes immediate to VM and design auto attd. If main line is a DID just assign coverage path going to VM system. Be careful though, without the vectoring to handle your queue you may overload VM system and either end up with ring no answer or busy.

 

[Duaneness]

If you're using AUDIX for the v/m system, you can set up multiple gretings and define business hours. Then define greeting one to be played during business hours, and greeting two for night service.

 

[ITGUY99]

I remember that we use to have a setting on our old Audix Integrated Solutions III. When that crashed, the company went and bought a ***USED*** Audix Intuity system. The system works fine. The question is where would I go to set two different greetings? Currently we have only the night mailbox. Also, sorry for all of the questions, I was thrown into doing the phones and all I know is from what I have read on “Tek-Tips”
Thanks Everyone!!!!!!!

 

[vaoldschl]

Auto Attd is a function of the COS in Intuity. You could do it through the trunk with one destination defined as incoming and one as night service, so essentially two separate mailboxes. Or you can use the business and holiday operational schedules within Intuity. To use the Intuity you start with 'cha auto bus' to define your times and then work with the subscriber form and from within the mailbox to get your greetings right. Hopefully this will get you started, I'd check out any Intuity manuals you can dig up at your office or go to support.avaya.com and do some reading to get more detailed info on the Intuity and the Definity.